Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Robin Sethi

New Delhi

Summary

Dynamic operations leader with a proven track record at American Express, driving $175 million in revenue through strategic vision and innovation. Expert in financial acumen and crisis management, I spearheaded AI-driven automation initiatives that enhanced efficiency and reduced operational risks, fostering a high-performance culture with attrition below 10%.

Overview

25
25
years of professional experience

Work History

Vice President - Operations and Talent Acquisition

TaskUS
New Delhi
05.2022 - Current
  • Led healthcare, BFSI disputes, and chargeback operations, spearheading AI-driven automation to streamline resolution workflows, generating $1.8 million in savings and cutting fraud disputes by 4%.
  • Directed a 500+ member healthcare RCM team under an omni-channel model, ensuring SLA adherence, quality controls, and full regulatory compliance across revenue-cycle functions.
  • Managed a network of over 100 recruiters across 14 countries, standardizing recruitment best practices, and launching a cross-regional COE that accelerated speed to proficiency by 20%.
  • Championed digital transformation, rolling out self-service portals, and automated workflows that lifted NPS by 7% and slashed resolution time by 14%.
  • Co-owned a $30M+ operational budget, partnering with Finance to optimize loss allowances and cost structures, and driving continuous improvement to exceed financial targets.
  • Served as the primary escalation partner for Optum, leading quarterly business reviews, and steering strategic initiatives that delivered over 15% efficiency gains.
  • Instituted a formal career-development program and succession planning, mentoring senior and mid-level leaders to foster a high-performance culture, with attrition below 10%.

Vice President – Operations, US, UK, Nordics & ANZ Consumer & Dispute Servicing, Asia Pacific (Band 50)

American Express
New Delhi
11.2012 - 05.2022
  • Orchestrated global operations management for a 4,000-strong team spanning voice, chat, email, and messaging, ensuring SLA adherence, quality governance, and regulatory compliance across all service channels.
  • Spearheaded digital servicing (web and mobile) for AMEX with a team of 15 colleagues, which expanded to approximately 1,500 associates across five locations, driving automation, reducing repeat contacts, and optimizing intent types.
  • Achieved $120 million in revenue in 2018 and $175 million in 2019 under a performance-driven P&L framework, showcasing expertise in large-scale operations leadership and sustainable growth.
  • Partnered with C-suite stakeholders at Amex—leading quarterly business reviews, aligning on strategic priorities, and translating market insights into three-year transformation roadmaps that delivered over 15% annual efficiency gains.
  • Championed omni-channel service excellence, rolling out self-service portals and automated workflows that lifted NPS by 7%, FCR to 85%+, and cut average handle time by 14%.
  • Designed and implemented a robust controls framework, hosting monthly deep-dive governance forums that reduced process defects by 30% and mitigated operational risk.
  • Orchestrated the creation of an Operations Centre of Excellence, standardizing best practices across 14 countries, embedding career conversation cadences, and keeping attrition under 10%.
  • Piloted AI-driven automation and advanced analytics to optimize routing, reduce repeat contacts, and forecast capacity—boosting utilization by 12%.

Senior Manager – Operations, Quality and Training

Bank of America Continuum
New Delhi
02.2008 - 11.2012
  • Managed end-to-end online banking operations for 1,200–4,000 FTEs across voice, chat, and digital channels, ensuring SLA adherence, quality governance, and regulatory compliance throughout the service lifecycle.
  • Managed an annual operational budget, partnering with Finance to optimize cost structures, and deliver on aggressive efficiency and margin targets.
  • Orchestrated the seamless transition of chat operations to the Philippines, boosting throughput by 20%, and cutting operating costs by 15%.
  • Piloted an SMS banking self-service channel, driving 30% adoption, and elevating customer engagement across digital touch points.

Operations Manager

Convergys India Services Ltd
New Delhi
01.2005 - 02.2008
  • Operations management for Orange UK and Optus, Australia.
  • Successfully led the transition of AGE process from Orange UK.
  • Consistently exceeded deliverables on Tier 1 SLAs.
  • Won the prestigious CI Yahoo Award as Team Leader for Employee Retention.

Team Leader/ SME Analyst

GE Capital International Services
New Delhi
01.2001 - 12.2005
  • Team Leader with focus on Fleet Services for GE Capital.
  • Conducted a thorough review of existing process maps for documenting vehicle transactions.
  • Completed Green Belt project on cycle time reduction of a key process.
  • Successfully transitioned new GM businesses to GE in 2003.

Education

Bachelor of Commerce -

Delhi University
Delhi, India
06.2000

Skills

  • Strategic vision decision-making
  • Leadership and people management
  • Financial acumen
  • Emotional intelligence
  • Innovation, adaptability
  • Crisis management problem solving

Accomplishments

  • Global Awards, ranked 1 on JD Power for online digital servicing for 8 years in a row
  • Chairman Award, Chairman Award from Steve Squeri, and Ken Chenault
  • Innovation Award, Ed Gilligan Innovation Award for launching chat and mobile messaging
  • Customer Service Excellence Award, for best-in-class performance across all geo
  • Successfully graduated Accelerated Leadership Development program fostered for 1% Top Talent

Timeline

Vice President - Operations and Talent Acquisition

TaskUS
05.2022 - Current

Vice President – Operations, US, UK, Nordics & ANZ Consumer & Dispute Servicing, Asia Pacific (Band 50)

American Express
11.2012 - 05.2022

Senior Manager – Operations, Quality and Training

Bank of America Continuum
02.2008 - 11.2012

Operations Manager

Convergys India Services Ltd
01.2005 - 02.2008

Team Leader/ SME Analyst

GE Capital International Services
01.2001 - 12.2005

Bachelor of Commerce -

Delhi University

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